Veldmaat Payments / BG-Demo – Check In
Callcompleted
Veldmaat Payments · 23 Apr 2026 10:45
Veldmaat's Head of Data reports active users more than doubled and account managers now use the merchant view. He also raised an invoice of £50k against a signed order form of £45k, and wants the 07:00 refresh reliable.
What was said
What this says
As at Fri 9 Oct 2026Veldmaat's Head of Data reports active users more than doubled and account managers now use the merchant view. He also raised an invoice of £50k against a signed order form of £45k, and wants the 07:00 refresh reliable.
What happened: Elena Novak ran a 25-minute check-in with Joost Verbeek. Actions from last time were done, and two merchant risk staff with no login now ask questions themselves.
Customer view: Joost says the account managers have one view of each merchant, which was the reason they bought. Merchant risk is slower and still checks the accounting system by hand.
Commercial: Joost says the invoice shows £50k and the order form he signed shows £45k, and that the signed order form decides. Elena promised a written note this week after asking finance, and gave no reason for the gap.
Watch: He wants the refresh at 07:00 every morning and a one-page value summary for his director. The renewal is on 5 Jan 2027, and he does not want to be surprised by it.
Themes
As at Fri 9 Oct 2026Theme
Usage growth, invoice mismatch
Importance
renewal
Sentiment
mixed
Voice
decision-maker
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Elena Novak sends Joost a written note on the invoice this week after speaking with finance.
- Elena prepares the one-page usage summary and joins a short merchant risk meeting.
- Elena proposes a dashboards walk-through for Sanne in writing.
Risks
As at Fri 9 Oct 2026- The invoice of £50,000 does not match the £45,000 order form, and the cause is not yet explained.
- A late morning refresh would undercut the account managers' early start.
- Merchant risk still checks the accounting system by hand.
Opportunities
As at Fri 9 Oct 2026- A one-page usage summary can give Joost a value case for his director before the January renewal.
- Repeated questions could become a standard view in the Growth dashboards builder.
Transcript
Elena NovakHello Joost, can you hear me all right?
Joost VerbeekYes, I hear you well. Good morning, Elena.- Elena NovakGood morning. Thank you for making the time. To confirm, the agenda I emailed yesterday has four points. First, the actions from last time. Second, how the team has been using the brain this quarter. Third, anything open on tickets. Fourth, what you need from us before the next review.
- Joost VerbeekGood. Before the agenda, the last actions. Were they done? What was agreed was a note on the HubSpot sync and a list of who in my team still has no login.
- Elena NovakYes. As agreed, the note on the HubSpot sync went to you and Sanne last week, and the list of people without a login was in the same email. I will make sure both are also in the shared notes after today.
- Joost VerbeekGood. I saw it. The list was useful, to be honest. Two people in merchant risk had never logged in.
- Elena NovakAnd have they now?
- Joost VerbeekThey have. I sat with them on Tuesday, half an hour. Now they ask the questions themselves, which is the point.
- Elena NovakThat is good to hear. Let me share my screen, one moment. Can you see it?
- Joost VerbeekNot yet. Ah, yes. Now I see it.
- Elena NovakSo, usage. Active users this quarter have more than doubled compared with the quarter before. On an average day it is about six people. You are licensed for 40, so there is a lot of room.
- Joost VerbeekSix is still small. But it was two or three before, so I take it.
- Elena NovakIt is a healthy direction. Who is it, mostly? Is it still your own team?
- Joost VerbeekNot only. The account managers, now. They open the merchant view before they call a merchant. Before, they asked me or Sanne for an extract from HubSpot and then looked at Zendesk separately.
- Elena NovakSo one picture instead of three.
- Joost VerbeekYes. That was the reason we bought it. What was agreed was one view of each merchant, and for the account managers we are there.
- Elena NovakAnd merchant risk?
- Joost VerbeekSlower. They use it to review flagged merchants, but they still check the accounting system by hand for some things. I would like to understand why.
- Elena NovakI will make sure I ask them directly. It may be habit rather than a gap in the connector. Would it help if I joined one of their weekly meetings, just for a short while?
- Joost VerbeekYes. Short, not a presentation.
- Elena NovakTo confirm, a short visit, no presentation. I will note it as an action for me.
- Joost VerbeekGood.
- Elena NovakLet me scroll to the questions asked. Mm, give me a second. Yes. The questions are mostly about merchants with open tickets and about recent changes in their activity. That fits what you describe for the account managers.
- Joost VerbeekYes. Sanne told me the same. She sees the same questions come up again and again, so we may build a standard view for them.
- Elena NovakThat would be a good use of the dashboards builder, which is part of Growth. I can offer a short walk-through for Sanne. Not today, but I will propose a time in writing.
- Joost VerbeekPlease. Writing is good. Now, the tickets. Sanne raised one this month. The refresh.
- Elena NovakYes, I have it here. One ticket in the past month, marked high priority. To confirm, I do not see any other open items on your account.
- Joost VerbeekShe says it is fine now. I will let her tell you herself next time. I only want to be sure we are not hearing about it again next week.
- Elena NovakUnderstood. If it comes back, please tell me the same day and I will escalate it on my side. I will make sure I look at the morning refresh myself this week.
- Joost VerbeekGood. Then one more thing, not on your agenda.
- Elena NovakOf course.
- Joost VerbeekThe invoice we received says £50,000. The order form I signed says £45,000. What was agreed was £45,000. So I would like to know what the difference is.
- Elena NovakThank you for raising it. To confirm, you are saying the order form shows £45,000 for the year and the invoice shows £50,000. I have the same two numbers in front of me, and I do not want to guess at the reason.
- Joost VerbeekSo what is the plan?
- Elena NovakI will ask our finance team and write to you with what they say. I will not give you a date for their work before I have spoken with them. But you will have a written note from me either way, this week.
- Joost VerbeekFine. I am not saying anything is wrong with how you work. I want the paper to match. The signed order form decides, as far as I am concerned.
- Elena NovakAs agreed, the executed order form is what we work from. I will say that in the note.
- Joost VerbeekGood.
- Elena NovakMoving to the last point. What would you like from us before the next review?
- Joost VerbeekTwo things. First, the refresh at 07:00, every morning, without exception. My account managers start early. Second, I want to show my director what the brain is worth. A page, one page.
- Elena NovakThe second one I can do. I can prepare a one-page summary of usage, who asks what, and which teams have joined since you started. I would need you to check that it says what you would say yourself.
- Joost VerbeekYes, I will check. Do not make it a brochure.
- Elena NovakNo brochure. Plain facts.
- Joost VerbeekAnd the renewal, it is in January, no? I do not want that to surprise me.
- Elena NovakCorrect, the contract runs to 4 Jan 2027 and the renewal date is 5 Jan 2027. I will bring it up well ahead, and I will do it in writing first, so you have time to think.
- Joost VerbeekGood. Then there is no need to talk about it today.
- Elena NovakLet me read back the actions so we agree. One, I send you a written note on the invoice question after speaking with our finance team. Two, I join a short merchant risk meeting, no presentation. Three, I propose a dashboards walk-through for Sanne. Four, I prepare the one-page usage summary for your director. Five, I watch the morning refresh and you tell me the same day if it is late.
- Joost VerbeekThat is correct. Add: you tell me before the end of the week when the note on the invoice is coming.
- Elena NovakYes, to confirm, I will tell you this week. I will send all of this in writing today.
- Joost VerbeekGood. Anything else from your side?
- Elena NovakOnly that the growth in the account managers is a good sign, and thank you for sitting with the two new users. That kind of thing makes the difference.
- Joost VerbeekIt is my job. But thank you.
- Elena NovakThen I will let you go, Joost. Written actions follow this afternoon. Goodbye.
- Joost VerbeekTot ziens, Elena.
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